GENERAL FUNCTION: Responsible for providing technical support in a timely, consistent, and courteous manner to all Resolution Center customers in the operation of their computer systems for approved applications. Provide assistance in resolving most problems of hardware and supported applications, and explaining these resolutions in a clear, concise manner.

MAJOR DUTIES AND RESPONSIBILITIES:

· Responsible for providing technical support in a timely, consistent and courteous manner to all Support Center customers in the operation of supported systems for approved applications.

• Responsible for diagnosing/resolving problems through both questioning techniques and through the use of remote diagnostics.
• Assists by giving correct resolutions in a clear, concise and courteous manner.
• Interprets error messages from system software or application programs; initiates required actions.
• Places necessary service calls and follows through to completion with both service contractor and Support Center Customer.
• Escalation of unresolved calls to second level support (both internal and external) and follows through to completion.
• Quality Assurance: Assist with proofing documentation/procedures relating to supported systems.

· Software Updates: Responsible for coordinating the installation of new software releases from the Beta Test phase through implementation.

ADMINISTRATIVE RESPONSIBILITES:

· Development of procedures for Support Center

• Record all communication relating to associates: questions/problems into call tracking.
• Proofing and testing of procedures prior to implementation.
• Assist in training users in the operation of the supported systems

· Flexibility to work varied schedules, including evenings and weekends as scheduled.

COMMUNICATIONS WITH OTHERS:

INTERNAL - All Home Office, Store, and Field Management associates.

EXTERNAL - Computer Maintenance Support Vendors

SKILLS & QUALIFICATIONS:

· Excellent written & oral communication skills

• Problem resolution - Able to troubleshoot computer software/hardware issues over the phone
• Superior organizational skills with a strong attention to detail
• Pleasant phone manners
• Computer hardware and software knowledge

· Strong Customer Service orientation.

EXPERIENCE:

· Point of Sale environment/retail experience preferred

• Direct involvement with customer service experience

· Computer systems experience.

EDUCATION:

High School required; College experience preferred

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